Schedule Manager Virtual Client Support

# Bilingual Scheduling & Client Support Coordinator — Tennessee Operations

**Southern Domestic Diva**
**Location:** Remote — Philippines
**Department:** Tennessee Operations
**Employment:** Full-Time — 40 Hours Per Week
**Schedule:** Monday–Friday, **8:00 AM–4:00 PM U.S. Central Time**
**Compensation:** **$5 USD per hour**

---

## POSITION OVERVIEW

Southern Domestic Diva is seeking a highly organized, dependable, and client-focused **Bilingual Scheduling & Client Support Coordinator** to support our Tennessee operations.

This is a frontline operations role responsible for:

* Scheduling
* Client communication
* Quoting
* Sales follow-up
* Crew communication
* Operational follow-through
* Client retention
* Documentation and task tracking

Our Tennessee service lines include:

* Residential cleaning
* Vacation rental cleaning
* Commercial cleaning
* Limited construction and post-construction cleaning

Construction work is offered but currently represents a smaller portion of our Tennessee operations.

This position requires **excellent written and verbal English**, with especially strong written communication for text messaging and email.

**Spanish is strongly preferred** for crew communication, but professional English communication is the higher priority.

This position supports **Tennessee operations only**.

---

# PRIMARY PURPOSE OF THE ROLE

The Scheduling & Client Support Coordinator helps keep Tennessee operations organized, responsive, and properly documented.

The person in this role must ensure:

* Clients receive fast responses.
* Jobs are scheduled correctly.
* Crews receive complete information.
* Quotes are returned quickly.
* Sales opportunities are followed up.
* One-time clients are given opportunities to rebook.
* Operational issues are communicated to the correct manager.
* Client concerns are followed through to resolution.
* Important activity is documented in Asana and AutoMaid.

This position requires someone who can move quickly without becoming careless.

---

# 1. SCHEDULING & AUTOMaid

Scheduling is one of the most important responsibilities of this position.

Manage Tennessee schedules in **AutoMaid** for:

* Residential cleaning
* Vacation rental cleaning
* Commercial cleaning
* Occasional construction/post-construction cleaning

Responsibilities include:

* Entering new jobs.
* Updating appointments.
* Processing schedule changes.
* Managing reschedules.
* Preventing double-bookings and overlaps.
* Reviewing upcoming schedules for potential problems.
* Maintaining accurate client information.
* Maintaining property information.
* Recording access instructions.
* Recording parking instructions.
* Recording client preferences.
* Maintaining service notes.
* Making sure crews have the correct job information before arrival.

### Scheduling Standard

The goal is **98%+ scheduling accuracy**.

Scheduling errors that could have been prevented through proper review, documentation, or communication are unacceptable.

---

# 2. CLIENT COMMUNICATION

**Text messaging is the primary communication channel for this position.**

You will communicate directly with Tennessee clients regarding:

* New service inquiries
* Scheduling
* Rescheduling
* Appointment confirmations
* Quotes
* Service questions
* Arrival details
* Follow-up
* Service concerns
* Rebooking
* Recurring service
* Payment-related communication when assigned

Responsibilities include:

* Responding promptly during business hours.
* Using clear and polished written English.
* Maintaining professional grammar and tone.
* Keeping communication concise and easy to understand.
* Using phone calls when a situation requires faster or clearer resolution.
* Using email for professional or detailed communication when appropriate.
* Maintaining a professional Southern Domestic Diva client experience.

Client-facing communication should be ready to send without requiring management to rewrite every message.

---

# 3. QUOTES & SPEED-TO-LEAD

You will monitor incoming inquiries throughout the workday from:

* JotForm
* Website inquiries
* Other approved lead sources

### Quote Response Standard

Complete inquiries should receive a quote within:

**10–20 minutes during business hours**

**20 minutes is the maximum target response time.**

Responsibilities include:

* Monitoring new inquiries throughout the day.
* Reviewing incoming information quickly.
* Determining whether enough information is available to quote.
* Contacting the client immediately if additional information is needed.
* Preparing quotes using approved company pricing and processes.
* Entering quote information into AutoMaid.
* Updating client information accurately.
* Tracking each opportunity through a clear outcome.

Every lead should eventually be classified as:

* **Booked**
* **Follow-Up Needed**
* **Lost**
* **No Response**

Speed-to-lead is a key performance requirement.

---

# 4. SALES FOLLOW-UP & WEEKLY SALES MEETING

This role is responsible for helping convert qualified leads and one-time customers into booked or recurring business.

Attendance at the **weekly sales meeting is required**.

Responsibilities include:

* Reviewing new leads that have not booked.
* Reviewing open quotes.
* Following up with prospects.
* Reviewing one-time clients for rebooking opportunities.
* Offering recurring service when appropriate.
* Using multiple follow-up channels when appropriate.
* Tracking every follow-up touch in Asana.
* Recording outcomes.
* Creating clear next actions.
* Preparing sales activity before the weekly sales meeting.

Possible follow-up channels include:

* Text message
* Email
* Phone
* LinkedIn
* Facebook

The expectation is **professional persistence**, not one message followed by silence.

---

# SUGGESTED FOLLOW-UP SEQUENCE

### Initial Quote

Send within **10–20 minutes**, with 20 minutes as the maximum target during business hours.

### Follow-Up #1

Within **1 business day** if the prospect has not booked.

### Follow-Up #2

Approximately **3 business days later**.

Use another appropriate communication channel when possible.

### Follow-Up #3

Approximately **7 days after the quote**.

Continue appropriate follow-up until:

* The prospect books.
* The prospect declines.
* The opportunity is lost.
* The prospect becomes unresponsive after the approved follow-up process.
* Management determines follow-up should stop.

### One-Time Clients

After service:

* Confirm satisfaction.
* Ask about their next cleaning.
* Discuss recurring service when appropriate.
* Document the outcome.

---

# 5. CREW COMMUNICATION

Communicate important scheduling and job information to Tennessee crews.

Responsibilities include:

* Schedule changes
* New job information
* Client preferences
* Property instructions
* Service instructions
* Access details
* Parking instructions
* Special requests
* Relevant client updates

### Spanish Communication

Spanish is strongly preferred for crew communication.

Approved translation tools may be used when appropriate.

However, you remain responsible for ensuring every message is:

* Accurate
* Clear
* Professional
* Easy for the crew to understand

You will also:

* Respond to basic scheduling questions from crews.
* Respond to routine job-related questions.
* Escalate operational problems when management involvement is required.

---

# 6. PROFITABILITY & CREW IMPROVEMENT FOLLOW-THROUGH

The **Project Manager** is responsible for reviewing job profitability and identifying when a job or crew falls below the company's established profit target.

The Scheduling & Client Support Coordinator is responsible for communication and follow-through after the issue is identified.

Responsibilities include:

* Communicating with the Project Manager regarding identified profitability issues.
* Understanding what improvement is required.
* Communicating the issue clearly to the applicable crew.
* Explaining expected improvements.
* Discussing practical efficiency or performance improvements.
* Documenting the conversation.
* Tracking agreed follow-up actions.
* Escalating repeated or unresolved issues to the Project Manager.

### Important Boundary

This coordinator does **not independently establish profitability standards or make financial management decisions**.

The Project Manager identifies and owns the profitability issue.

The coordinator helps ensure the required communication and follow-through happen.

---

# 7. UNPAID CLIENTS & FINANCE COMMUNICATION

The **Finance Manager** retains responsibility for financial oversight and account decisions.

This coordinator supports client communication when an unpaid account is identified.

Responsibilities include:

* Communicating with the Finance Manager regarding outstanding balances.
* Contacting clients regarding unpaid balances when directed.
* Sending professional payment reminders.
* Documenting client communication.
* Recording payment-related updates.
* Relaying relevant information back to the Finance Manager.
* Notifying management when an unpaid balance may affect an upcoming service.

### Financial Boundary

This role does **not** manage:

* Accounting
* Bookkeeping
* Payroll
* Financial reporting
* Bill payment
* Bank reconciliation
* Financial policy
* Independent account decisions

---

# 8. CLIENT COMPLAINTS & RETENTION

Help manage service concerns professionally and protect client relationships.

Responsibilities include:

* Receiving client complaints.
* Remaining calm and professional.
* Gathering accurate information.
* Documenting the concern.
* Communicating the issue to the appropriate manager.
* Coordinating approved re-cleans.
* Coordinating approved corrective actions.
* Following up with the client after resolution.
* Helping retain the customer when possible.

The goal is not simply to acknowledge complaints.

The goal is to help move each issue toward a clear resolution.

---

# SYSTEMS & TOOLS

You should be comfortable using or learning:

* **AutoMaid** — scheduling, client information, quotes, and job details
* **Asana** — task management and documentation
* **Homebase** — team and crew communication as assigned
* **Microsoft Outlook** — email and calendar communication
* **Company text messaging platform** — primary client communication channel
* **JotForm**
* Website lead sources
* Approved AI and translation tools when appropriate

---

# KEY PERFORMANCE EXPECTATIONS

Performance will be measured using clear operational standards.

Expected results include:

* **100% of complete new inquiries quoted within 10–20 minutes during business hours**
* **20 minutes maximum target response time**
* **98%+ scheduling accuracy in AutoMaid**
* **100% of qualified lead follow-up documented in Asana**
* **100% of active quoted opportunities tracked to a clear next step or final outcome**
* Prompt client text responses during business hours
* Consistently professional written English
* Accurate client and property notes
* Proper crew communication
* Weekly sales meeting attendance
* Sales activity and follow-up numbers prepared before meetings
* One-time client rebooking opportunities reviewed consistently
* Profitability-related communication completed when assigned
* Unpaid-client communication completed when assigned
* Client complaints properly documented and escalated
* Approved re-clean and retention follow-up completed

---

# REQUIRED QUALIFICATIONS

Candidates must have:

* Excellent written English
* Excellent spoken English
* Strong grammar and professional communication
* Strong text-message communication skills
* Strong email communication skills
* Customer service ability
* Strong organizational skills
* High attention to detail
* Fast response habits
* Ability to manage multiple conversations at the same time
* Ability to follow established processes
* Accurate documentation habits
* Ability to work independently
* Good judgment
* Reliable computer
* Reliable high-speed internet
* Backup internet
* Reasonable backup plan for power interruptions
* Consistent availability during required working hours

---

# STRONGLY PREFERRED EXPERIENCE

Preference will be given to candidates with experience in:

* English and Spanish communication
* Scheduling
* Dispatch
* Customer service
* Client support
* Commercial cleaning
* Residential cleaning
* Vacation rental cleaning
* Janitorial services
* Facility services
* Service-business operations
* Sales follow-up
* Lead conversion
* AutoMaid
* Asana
* Homebase
* Outlook
* JotForm
* Text-based customer support

### Language Priority

Spanish is strongly preferred.

However:

**Excellent English is more important than Spanish fluency.**

A candidate with outstanding English and solid operational skills may be stronger than a bilingual candidate with weak client-facing English.

---

# WORK SCHEDULE

This is a **full-time, 40-hour-per-week position**.

### Monday–Friday

### 8:00 AM–4:00 PM U.S. Central Time

You must be consistently available and actively working during these hours.

**Do not apply if you cannot reliably work this schedule.**

---

# COMPENSATION

### $5 USD Per Hour

### 40 Hours Per Week

This is a full-time remote position.

---

# IMPORTANT ROLE BOUNDARIES

This is a **Scheduling, Operations, and Client Support position for Tennessee operations only.**

## This role DOES NOT include Human Resources responsibilities.

This position does not handle:

* Employee onboarding
* Employee records
* Employee documentation
* Payroll
* HR administration
* Hiring decisions
* Termination decisions
* Formal employee discipline
* Company-wide HR policy

Those responsibilities are handled internally by Southern Domestic Diva.

## This position does not replace the Project Manager.

The Project Manager retains responsibility for:

* Profitability review
* Operational management decisions
* Significant crew-performance issues
* Major operational escalations

## This position does not replace the Finance Manager.

The Finance Manager retains responsibility for:

* Financial oversight
* Account decisions
* Accounting
* Payment policy
* Financial reporting

The coordinator's role is to **communicate, document, follow up, and escalate appropriately**.

---

# THIS POSITION IS NOT FOR EVERYONE

## DO NOT APPLY IF:

* You cannot work **8:00 AM–4:00 PM U.S. Central Time, Monday–Friday**.
* You struggle with professional written English.
* You regularly make spelling or grammar mistakes in client-facing communication.
* You respond slowly to new leads.
* You dislike sales follow-up.
* You are uncomfortable communicating with clients by text.
* You refuse to make phone calls when necessary.
* You need repeated reminders.
* You frequently forget follow-ups.
* You cannot manage multiple conversations.
* You do not document your work.
* You disappear during scheduled work hours.
* You have unreliable internet without backup.
* You are looking for a low-responsibility data-entry job.

This role requires **speed, accuracy, communication, organization, and follow-through**.

---

# HOW TO APPLY

Generic applications may not be reviewed.

## Step 1 — Attention-to-Detail Test

The **FIRST LINE** of your application must say:

**Accurate Schedules. Happy Clients.**

---

## Step 2 — Introduction

In **150 words or less**, tell us:

* Who you are
* Where in the Philippines you are located
* Your scheduling or customer-service experience
* Why you believe you are a strong fit

---

## Step 3 — Language Skills

Rate yourself from **1–10** in:

* Written English
* Spoken English
* Written Spanish
* Spoken Spanish

Then explain where you have used English and Spanish professionally.

---

## Step 4 — Scheduling Experience

Describe your experience with:

* Scheduling
* Dispatch
* Calendar management
* Service appointments
* Cleaning companies
* Field-service businesses
* AutoMaid or similar systems

Explain what you personally managed.

---

## Step 5 — Client Communication Test

Write a professional text response to this client:

**"Hi, my cleaners were supposed to arrive this morning and no one is here yet. I have to leave soon. What's going on?"**

We are evaluating:

* Professionalism
* Tone
* Ownership
* Clarity
* Problem-solving

---

## Step 6 — Sales Follow-Up Test

A prospect received a quote three days ago and has not responded.

Write a short follow-up text designed to move the conversation toward booking without sounding aggressive.

---

## Step 7 — Prioritization Test

It is **9:05 AM** and all of these happen at the same time:

1. A complete new quote request arrives.
2. A client reports that today's crew has not arrived.
3. A crew member needs a gate code for a 9:30 AM job.
4. A prospect from last week asks about available dates.
5. The Project Manager sends a crew-performance issue that needs follow-up today.

Tell us:

**What order would you handle these five items and why?**

We want to understand how you prioritize based on:

* Immediate operational risk
* Client impact
* Revenue opportunity
* Time sensitivity

---

## Step 8 — Work Setup

Provide:

* Primary internet speed
* Backup internet availability
* Computer specifications
* Backup plan for power interruptions
* Whether you have a quiet workspace
* Earliest possible start date

---

## Step 9 — Schedule Confirmation

Copy and complete:

**"I confirm that I am available to work Monday through Friday, 8:00 AM–4:00 PM U.S. Central Time, for 40 hours per week at $5 USD per hour."**

Also disclose whether you currently have another job or client commitments that overlap with these hours.

---

# FINAL MESSAGE

We are looking for someone who understands that strong scheduling is not just putting appointments on a calendar.

The right person will:

**Keep schedules accurate.
Respond quickly.
Communicate clearly.
Support clients.
Support crews.
Follow up on leads.
Document important activity.
Escalate problems correctly.
Close loops.**

If you are organized, responsive, dependable, and serious about delivering excellent client support, we encourage you to apply.